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Position: Critical Situation Manager - Data Security Products

Corporate Overview

Proofpoint is a leading cybersecurity company protecting organizations’ greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.

We are singularly committed to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity.

The Role

As a member of the Global Support Organization, the Critical Situation Manager is assigned to help manage the most urgent customer problems involving Proofpoint products and services. This person serves as the communication focal point for the customer and oversees all resolution efforts from the initial problem identification to post-mortem analysis. The Critical Situation Manager also acts as a customer advocate to help drive improvements in all aspects of the business, including Customer Service, Professional Services, Product and Engineering.

Your day-to-day

• Escalation point for critical customer situations
• Leverage the internal, cross-functional community to drive critical situations to resolution
• Provide customer-facing updates and internal reporting
• Lead cross-departmental process improvement to maximize customer retention
• Drive process improvement as part of the overall Services group
• Provide post-escalation analysis reporting that will capture and help drive process improvements throughout the organization.
• Coordinate and research incident root cause and generate customer-facing cause analysis document.
• Evaluate customer request for service level agreement violations
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Participate in on-call support 24x7 rotation as assigned

What you bring to the team

• Bachelor’s Degree or equivalent
• A minimum of 7+ years’ customer service experience with an escalation management background
• Highly proficient in written and spoken business English
• An accomplished communicator and influencer, able to work with customers, users, senior level management, sales and peers
• Strong knowledge of Salesforce service cloud-based system
• Strong business and management acumen
• Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations
• Strong ability to independently debug broad, complex system environments involving multiple configurations and protocols
• Knowledge of Data/email protection, cloud services, software as a service (SaaS) is preferred
• Project Management experience, PMP certification is a plus

Why Proofpoint

As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!

#LI-PH1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.

Base Pay Ranges:

SF Bay Area, New York City Metro Area:

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:

All other cities and states excluding those listed above: